Koko Networks
Customer Care Representative Role Description
As a Customer Care Representative at KOKO Service Points, your primary responsibility is to oversee the day-to-day operations of these service points, including managing cooker and canister repairs or replacements, offering customer education, and addressing general inquiries. Your role is pivotal in ensuring top-notch customer satisfaction and retention.
Key Responsibilities
- Diagnose and repair or replace KOKO Cooker kits and canisters at the service point following established standard operating procedures and utilizing provided resources.
- Provide accurate and current information about KOKO products to both existing and potential customers.
- Maintain meticulous records of interactions and outcomes at the KOKO Service Point.
- Address customer account issues, requests, questions, and complaints promptly and professionally, aiming to uphold high levels of customer satisfaction.
- Act as a voice for KOKO customers by recognizing and escalating recurring questions and issues to supervisors. Additionally, provide regular customer feedback to enhance product performance and process efficiency.
- Attend team meetings to stay updated on company and departmental developments and to gain insights into customer challenges for resolution.
Qualifications for the Role
- At least 1 year of prior customer service experience, with a preference for experience related to KOKO Products.
- Exceptional interpersonal skills.
- A customer-centric and empathetic approach, with the ability to adapt and handle challenging situations.
- Proficiency in using Google Suite tools such as Docs, Sheets, and Slides.
- Familiarity with customer management systems, including ZenDesk, FreshService, or Kobo Toolbox, is advantageous.
- Strong multitasking abilities, effective time management, and prioritization skills.
- A results-oriented mindset, well-suited for a performance-focused work environment.
- A positive, enthusiastic attitude, committed to supporting KOKO’s customers and agents.
- Proficiency in both English and Swahili, accompanied by excellent communication skills.
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